AccountId: 011433970860
ContactId: 92024885-37d4-42c1-85b4-dfec3ad2b09c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283980 ms
Total Talk Time (AGENT): 121791 ms
Total Talk Time (CUSTOMER): 94627 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/92024885-37d4-42c1-85b4-dfec3ad2b09c_20250423T18:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um,
[CUSTOMER][NEUTRAL] I submitted some claims resubmit some claims in February, and I want to see if you can tell me what has been paid on those.
[CUSTOMER][NEUTRAL] I know no longer have this policy, so I can't log in online.
[AGENT][NEUTRAL] OK, so you have filed some claims for yourself and you're just wanting to check the status of those. Is that correct?
[CUSTOMER][NEUTRAL] Yes, I had given the doctor the information, but they didn't, it was never processed, so I'd asked for it to be reprocessed.
[AGENT][POSITIVE] Yes, ma'am, I can.
[AGENT][NEUTRAL] OK. So, yes, ma'am. I can check that for you and I'm speaking with, please?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] OK, Miss, and Miss [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and your policy number please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 02455103.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments please to get your information pulled up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and Mr. [PII], I will need to verify several things with you first for security and also.
[AGENT][NEUTRAL] So any information that is provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Verify what?
[AGENT][NEUTRAL] Of
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Also, um, the phone number that we show on file for you matches the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and lastly your email address please and this does appear to be the work email.
[CUSTOMER][NEUTRAL] Um, my email is [PII]. If you have a work, it's no longer valid.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, so what was just for security purposes, what was that email address for your work?
[CUSTOMER][NEUTRAL] Oh, sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, so what is the first date of service and the claims are for you? Is that correct?
[CUSTOMER][NEUTRAL] Yes, I don't, I don't know. Gosh, can you just tell me what's in place since February?
[AGENT][NEUTRAL] OK, so the only claim that has been processed was processed on [PII]. That was for Northside Foresight.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] For how much?
[AGENT][NEUTRAL] And that was a $250 benefit paid.
[AGENT][NEUTRAL] And that was for a data service of [PII].
[CUSTOMER][NEUTRAL] There's one for
[CUSTOMER][NEUTRAL] 4 1024 that was resubmitted for 1289 87.
[AGENT][NEUTRAL] Well, how much was that one?
[CUSTOMER][NEUTRAL] $1,289.87.
[AGENT][NEUTRAL] Again.
[AGENT][NEUTRAL] OK, so we have not received that claim. the last claim that we received for you was the
[AGENT][NEUTRAL] the North side foresight that was received on [PII] on [PII].
[AGENT][NEGATIVE] And we have not received anything else for you since that time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] OK. All right. Thank you very much. That's all I need to know.
[AGENT][POSITIVE] Well, yes, ma'am. Well, you're welcome. So if that's all I could help you with today, Miss um Miss [PII], thank you again for calling APO and I hope that you have a very nice afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Yes ma'am, thank